Officer, Specialist, Contact Centre, Consumer Banking

1 month ago

Thane, India DBS Bank Full time

Business Function

:
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Purpose :
• To provide one-stop customer service for social media posts, and electronic communications, backend process activities and to cross sell bank’s products and services without compromising on risk and fully adhering to regulations and compliance policies
• To handle and address the grievances received from the customers 
• Role includes assisting customers with various enquiries and requests on core banking products
• Increase overall positive sentiment by managing conversations in social space
• This list is complete but not exhaustive of the type of products and services which a Customer Service staff may encounter to handle

Key Accountabilities:

• To consistently meet the Digital Ops targets set (KPIs) without compromising quality of service delivery
• To complete & meet all customers’ requests as per defined guidelines
• To adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
• To proactively identify opportunities to improve the service performance
• Provide appropriate response basis the type of enquiry within the stipulated response time as per SLA
• Escalate to next level (as applicable) of internal stakeholder for resolution/ official response to all posts
• Should exemplify and be aligned to DBS culture where the employees are expected to reflect PRIDE values – Purposeful, Relationship Led, Innovative, Decisive and all this with a lot of Fun.
• To exemplify the values of DBS’ Asian Service – Respectful, Easy to Deal With and Dependable in their interactions with both internal and external stakeholders.
• To be aligned to the DBS strategy of Joyful Banking - through Customer Journeys and Digital Banking reach.
• To take accountability for KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), Complaint Management Index (CMI), Average Handling Time (AHT), Individual Productivity & Quality Processing, SM SL, Complaint SL

Job Duties & responsibilities:

• Continuous monitoring / tracking the repute of the brand on various outlets, , search engines, blogs & social communities, consumer forums etc.
• Commenting positively on the most influential/negative forums and comments
• Specialize in prevention and repair of the online reputation sentiments
• Investigating the facts about the comments and sentiments. Understand the level of the sentiments and analyse and manage online Identities
• Respond to social media inquiries using a written voice that creates a positive connection in a professional, friendly, and timely manner
• Monitor listening posts and identify trends or threats to the customer experience or our brands
• Respond to the queries of the customer in appropriate manner
• Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support required
• Responsible to handle back-office processes 
• Coordinate with immediate supervisor or other personnel as needed to resolve issues not of routine nature
• Gather information and examine forms, policies, and other records as provided by customer to make appropriate determination of resolution
• Forward suspected fraudulent and questionable Service Request to appropriate personnel
• Balance workload based on business needs between paperwork and in-bound chats/calls Responsible for meeting deadlines and requirements
• Build and maintain effective working relationships and support teamwork in meeting company goals
• Adhere to processes and guidelines in line with the defined governance standards

We are looking for a result driver professional who has :
• Minimum of one year of experience as a Customer Service Representative in a 24x7 contact centre environment OR in a Back Office Processing Centre in Banking Industry 
• Experience moving between multiple computer screens while entering data
• Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
• Bilingual a plus, preferably with knowledge of Hindi

Education / Preferred Qualifications :

• A minimum of graduate. Professional Certification/ Courses over and above this would be an added advantage
• Minimum 1-2 years of contact centre social media experience in a Soft Skill driven environment
• Strong writing skills and attention to detail, with exposure to social media platforms Twitter, Instagram, and Facebook

 We want collaborative and analytical team players like you who has :

• Good interpersonal and excellent communication skills (English mandatory).
• Good attitude towards and fast adoption of new technology and digital lifestyle
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Ability to type at least 50WPM with 0 errors
• Ability to multi-task (handling 3 chats concurrently)
• Ability to resource product information via tools that are provided to you
• Ability to independently research information via the internet
• Able to work under pressure in a fast-paced, high-volume environment.
• Outstanding spelling, grammar, and communication skills
• Patient, calm and passionate in assisting customers
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Decent multi-tasking skills
• Meticulous and resourceful
• Flexible to Working Hours Willing to work in rotational shifts 

Technical Competencies :
• Experienced web/social media user
• Proficient in typing accuracy, and speed
• Computing skills with knowledge in Microsoft Word, Excel is essential
• Knowledge of Reputational Risk Management & Internal Control Guidelines.
• Basic Knowledge and usage of Social Media Tools.
• Experience in working with various tools for tracking and sentiment

Work Relationship: Build and Manage Relationships:
• Direct reporting to Team Manager
• Work with peers within team, Centre and from other support and Business Units

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